Ionic Heart Rate Sensor Not Working

[Tashwheels]

So yesterday my Ionic was reporting my heart rate at 119-165 bpm all day - which is incredibly wrong/high as my average is 70bpm. 

When I got home I did a reset of the watch as described in the troubleshooting and now th watch is completely broken.

The sensor lights on the back are not on, it’s not tracking my HR or my steps at all. The only thing it’s got right is the date/time.

Ive attempted reset and changing clock faces as well as pairing and unpairing . It’s only a few months old.. any ideas?! 

Moderator Edit: Format/Updated Subject for Clarity

[SantiR]

@Tashwheels Welcome to the Fitbit family! Thanks for taking the time to share the situation you are currently experiencing with your Ionic watch not working correctly. Thanks for trying all of those troubleshooting steps in order to sort this out.

In this case, you could try performing a factory reset on your watch. This could help you out in getting it fixed. 

Try this out and let me know how it goes! 

[Maritamons]

Hi there. The same problem happend to me too. I have tried all the troubleshooting metion above, including performing a factory reset suggested by moderator @SantiR. And it still wont register my steps or heart rate (heart rate is on). Can you please advice me further. Regards Marita 😃

[Tashwheels · Accepted solution]

Did this- ended up getting helpdesk to help and a new watch is on the way - iits under warranty 

[SantiR]

@Maritamons Welcome to the Fitbit forums! Thanks for taking the time to post that you are also experiencing the same. Also, thanks for trying the steps provided in order to sort this out.

I went ahead and contacted you via PM. Please keep an eye on your Community inbox.

@Tashwheels Thanks for your reply and for contacting customer support regarding this.

I'm really glad to read that they were able to send you a new unit. Please follow these replacement set up steps once you receive it so you don't loose any previous information.

Keep me posted! 

[Maritamons]

Thanks for all your help. Customer support has sent me a new unit, can’t wait to use my Fitbit again. All the best, Marita

[johneric8]

I suggest you selling your ionic as soon as you get the new one.  They typically only last about 6 months and they fail.  It was a poorly designed watch that allows water damage.  Please heed my advice, I had two fail in 13 months, and two of my friends had their ionics fail slightly out of warranty.  I guarantee you that even if you get a new watch the warranty terms only cover your old broken watch's terms.  So if you have say 4 months left on warranty be prepared for your new watch to fail within 8 months because that is what they do.  I'm just saying,  I've never seen a more problematic watch.  My wife has been wearing her garmin vivotactive for over three years and it's still going strong.  Fitbits don't measure up in terms of holding up unfortunately.  Or at least the Ionic doesn't..

[Taigan]

The same thing has happened to my watch and ive tried factory resetting and mine still won’t track steps for heart rate, but all other functions work fine. It’s just the sensor that isn’t working. 

Is there anymore I can do? 

[Sdipp]

I cannot agree more. I am now on my 4th fitbit. I've had maybe all the possible issues happen individually to all my trackers. This one I have now has had the heart rate monitor fail. Watch is now out of warranty. I will switch over to a Samsung Galaxy watch. I really wanted to like this watch. Purchased tons of accessories but there is still TOO much room for improvement.